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Harnessing Intelligent Automation and Machine Learning for Improved Service


AI and machine learning may very well be the secret to achieving the competitive advantage.

With AI at the helm, staff numbers can be kept at the bare minimum. Meanwhile, smart automation – with its learning capabilities – is bridging this gap by continuously optimizing its performance with each and every transaction. As a result, human workers no longer find themselves buried under mountains of emails, tickets, claims and complaints. The machine performs these essential business functions with a high degree of intelligence while agents are able to apply their human strengths toward building and fostering customer relationships.

Taking things a step further, this technology can process what customers are saying in real-time and respond appropriately across multiple channels, without the need for human intervention. AI is capable of capturing and interpreting unstructured data to deliver relevant insights and support better human decision making. When people are no longer bogged down by the mountains of data they’re fielding on a daily basis, they are able to improve in almost every area, particularly in terms of productivity and service levels. This makes the organization as a whole much more profitable.

The Ideal Combination

Of course, none of the benefits discussed above are possible without the right system in place. Silos and disjointed systems still plague many organizations, and those in the telecom industry are no exception. In order to truly harness the power of intelligent automation, a more cohesive, connected infrastructure must be established. IT decision makers should know what they’re looking for in terms of a comprehensive solution. For best results, a system that incorporates all three technologies and uses them to support and complement each other is recommended.


Additional features to look for include seamless integration capabilities with existing systems, programs, and applications. Without this connection, the various technologies put in place could actually be working against one another and subsequently resulting in the opposite effect. It’s also important that the chosen solution be designed for an optimal user experience. While it’s true that intelligent technology is highly complex in nature, that doesn’t mean applying it has to be. Implementing and managing a smart automation solution with minimal employee training should be the ultimate goal.

In conclusion, intelligent automation is ushering in a new level of standard when it comes to quality, speed, efficiency, and functionality. And in an age in which service is becoming the key differentiator, adopting and implementing a multi-faceted system that incorporates all of the benefits of automation, AI and machine learning may very well be the secret to achieving the competitive advantage all businesses strive for.



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